Job Description

Job Title

Operations Director

Business Unit

Corporate Solutions

Department

Integrated Facilities Management

Reporting Relationship

Account Managers, Senior Facilities Managers, Engineering Managers, Facilities Managers, Engineers, ETC….

Objective

The Operational Director role reports directly to the Thailand Country Head. The role is responsible for ensuring a high level of client satisfaction, managing the service delivery team, delivering key operational initiatives as well as ensuring consistency in processes, systems and reporting. 

The role also ensures that JLL’s IFM standards are implemented and practiced at all sites within the Thailand portfolio including SOP’s, EOP’s, Playbooks and escalation processes.
Reporting to the position will be the Account Management team and Facilities Managers.

Duties and responsibilities

  • Leadership (where applicable)
    • Assist the Country Head to establish the vision and strategy of the Thailand IFM business ensuring the IFM clients receive exceptional delivery
    • Understand the client’s key business drivers, focus the team to ensure those priorities are aligned with our deliverables
    • Ensures the account team is high performing.
    • Work with support functions teams (HR, SCMP, EOS and Finance) to ensure smooth delivery at all sites.
    • Respond to all country / account issues / escalations while the country head if overseas.
  • Client/Stakeholder Management
    • Serves as single point of contact for Jones Lang LaSalle’s regional teams and an escalation point for any issues.
    • Accountable for the service delivery to meet contractual obligations of Jones Lang LaSalle
    • Manage relationships with key stakeholders in all Client’s organizations
    • Develop and maintain a detailed understanding of the Client’s business and key factors influencing their requirement for our services.
  • Financial Management
    • Be responsible for achievement of the agreed financial targets for the account; revenue, expenses and debtor’s targets.
    • Meet the agreed growth targets for all account.
    • Look for opportunities to cross-sell services.
    • Assist finance teams for collection of fees from client and tracking of outstanding payments.
  • Contract Management
    • Ensure adherence to the contract
    • Assist the Country Head and Account Managers for the achievement of key performance indicators, service levels and other measures as contracted
    • Assist and manage the change control process
    • Work with Account Managers to ensure governance is followed at all locations
  • Operations
    • Assist the Country Head for direct management of all resources involved in the delivery of services. Eg. recruitment, performance assessment etc.
    • Actively manage the professional development of all direct reports
    • Assist the Country Head to implement a Succession Plan for the account
    • Assist with the implementation of technology systems to support service delivery, and ensure the required reporting from the systems
    • Develop and implement standard operating procedures and processes for new accounts.
    • Develop, implement and manage all local initiatives and programs for the IFM team.
    • Drive client specific initiatives such as savings targets, benchmarking and best practices
    • Source, transfer and implement best practices to the account
    • Drive regional consistency in the account e.g. in reporting, standard operating procedures, systems and HR practices.
    • Establish consistency in the monthly reporting across the JLL portfolio.
    • Prepare regional reporting to the satisfaction of the Client

Required Qualifications & Experience

  • Minimum 10 years’ experience in Facilities Account Management
  • Tertiary qualifications in Facilities Management / Engineering will be advantageous
  • Experience of Managing Facilities Management for Manufacturing Sites either on Service Provider side or client side.
  • Previous Experience managing complex multiple account structures, either running multiple teams, across multiple locations.
  • Has experience in handling client and/or Firm sensitivities’ knowing when to escalate with urgency, or how to de-escalate certain risks
  • Has demonstrated experience in balancing the interests of the client with those of the Firm
  • Has experience in translating client needs into existing or new business growth
  • Has handled a P&L
  • Strong leadership skills with a proven track record in managing large teams and vendors.

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